The first step is to understand the needs of your employees and find out what will work best for your call center and the services you provide. Let’s take a look:

Design

As Steve Jobs once said, “Design is not just what it looks like and feels like. Design is how it works.”

Headsets are no exception. A well-designed headset must have the latest audio technology, innovative features that make it easy to set up, use and upgrade – as well as looking smart and feeling comfortable.

There are many types of headsets – from single and dual earpieces to over the head or behind the ear earpieces. Most call centers utilize dual earpieces to ensure maximum audio quality for the user and the caller.

Look for vendors with a wide selection of styles to choose from.

Durability

Headsets are critical for the successful operation of a call center, so quality and durability are also important considerations. Headsets that can be easily broken or damaged reduce call center efficiency, increase frustration among employees and can be costly to replace.

Look for headsets made of quality materials, such as surgical steel, and be sure to check the warranty.

Comfort

Headset comfort is just as important as durability.

Call center employees work long hours taking and receiving calls and the headset is their most important tool. They need to feel fresh and motivated when talking with callers and a heavy clumsy headset is the last thing they need.

Look for lightweight materials and ergonomic features when choosing headsets for your call center.

Noise Cancellation

Many call centers are located in open office environments and can be crowded and noisy.

Background noise can lengthen call times, distract your employees and disturb the important conversations they are having with callers and customers.

That’s why noise cancellation is important when choosing a headset. Headsets with active noise cancelling technology block high frequency sounds, and can also emit sound waves that cancel out lower frequency sounds, enabling the user to focus on the caller.